The Ethics Department will check to see if the BAcC can deal with your complaint or concern. The BAcC can only deal with matters which relate to:

treatment, care or advice given by a BAcC member

any aspect of the professional or personal behaviour of a BAcC member

the physical or mental health of a BAcC member

If the BAcC can deal with your complaint the Ethics Department will send you some forms to complete, together with information about complaints.

Please note, the BAcC cannot grant compensation, however all our members are covered by comprehensive professional indemnity insurance, details of which can be obtained from the BAcC or from your practitioner.

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Complaints policy and procedure

Policy statement

The British Acupuncture Council (BAcC) is committed to providing a good quality service in dealing with members of the public, practitioners and other professional organisations. It takes all complaints seriously and sees them as an important tool for continually improving our service.

Introduction

In considering complaints we aim to apply the Parliamentary and Health Service Ombudsman's Principles of Good Administration, which are:

getting it right

being customer focused

being open and accountable

acting fairly and proportionately

putting things right

seeking continuous improvement

Who can complain?

Anyone who comes into contact with our organisation and who is unhappy or dissatisfied with the service they receive can complain. For example, you may wish to complain about the way we answered your query or correspondence or any delay in getting back to you.

Who do I complain to?

We have a three-stage process for dealing with your complaint. If you remain dissatisfied at any stage, you have the option of taking your complaint to the next stage.

Stage 1

Contact the manager of the member of staff who has been dealing with your matter

email This email address is being protected from spambots. You need JavaScript enabled to view it.

phone 020 8735 1200fax 020 8735 0404

Stage 3

Write to the chair of the BAcC's Governing Board

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How long will it take to deal with my complaint?

We will acknowledge receipt of your complaint within seven working days and aim to give you a full response within twenty-eight days. On rare occasions this might take longer, if there is a lack of documentary evidence or the matter needs further investigation.

The detailed process for handling a complaint is described in the document which can be downloaded here (pdf).